Service Coordinator

October 12, 2024

Haakon Mechanical Services

Vancouver

FULL TIME & OTHER

Established in 1983, Haakon Mechanical Services is a trusted provider in Metro Vancouver and Whistler, specializing in HVAC and Mechanical system service, maintenance, and renovations. Our diverse portfolio includes Commercial, Industrial, Institutional, and Multi-Unit Residential buildings. Committed to transparent service delivery, we employ lean principles to maximize client productivity. We've developed the innovative “Serv Ace” system and proactive “1 Step Ahead” approach. Our team of expertly trained technicians upholds professionalism, equipped with top-notch tools and ongoing training. We seek individuals with strong communication, organizational skills, and self-motivation. Join us to thrive within our supportive team environment.
Overview
We are seeking a highly organized, detail-oriented, and customer-focused professional to join our team as a Service Coordinator. In this role, you will play a vital part in ensuring smooth and efficient service delivery to our valued clients. The ideal candidate thrives in a fast-paced environment and enjoys collaborating with various teams to meet and exceed customer expectations.
**Successful candidates must be able to commute to and work out of our Whistler Office at least one day per month.
Key Responsibilities
Customer Communication and Dispatching:

Respond promptly to inbound customer requests via phone and email, ensuring every interaction reflects our commitment to exceptional service.
Coordinate the dispatching of technicians through efficient email and phone communication, ensuring timely and effective service delivery.
Identify call-backs and respond appropriately, including rescheduling site appointments as necessary to meet customer needs.
Assist in scheduling assignments for field teams and provide ongoing support by creating notices and setting reminders to maintain strong customer relationships.
Oversee the coordination of equipment installation processes, from sending quotes to clients to scheduling equipment delivery and installations.

Sea to Sky Customer Account Management:

Build and maintain strong relationships with our Sea to Sky customer base, acting as their primary point of contact for special requests and non-technical issue resolution.
Customize our service offerings to align with the unique needs and preferences of Sea to Sky clients.
Support budgeting and forecasting efforts by compiling and managing equipment inventory.
Conduct regular inventory audits for service callouts and collaborate with the Business Development team to convert non-contracted customers to contracted clients, enhancing our service agreements.

New Customer Setup and Service Inbox Management:

Efficiently set up new customers in our information system, including clients from Vancouver, ensuring all forms and entity creations are accurately completed.
Manage the service inbox, triaging inquiries and either responding directly or forwarding them to the appropriate team member for resolution.

Value-Add Conversations and Support:

Engage proactively in value-added conversations with customers, offering support and information on mechanical basics, budget analysis, and software demonstrations.
Follow up on pre-maintenance quotes to ensure customer satisfaction and address any concerns or questions they may have.

Customer Requests and Updates:

Provide detailed equipment lists, price breakdowns, and other support items to customers and internal teams.
Ensure accurate and timely updates to changes in S2 profiles, including buildings, people, roles, contracts, and organizations.

Sales & Marketing Support and Office Supplies Maintenance:

Assist in following up on preventative maintenance contract proposals, ensuring customers are informed and contracts are finalized.
Participate in in-person events, including logistics and networking activities, to support our sales and marketing efforts.
Maintain office supplies and inventory to ensure the team has the resources needed to operate efficiently.

Additional Duties:

Participate in the on-call schedule, including after-hour emergency duties such as answering service calls, creating work orders, and dispatching technicians to address urgent issues.
Perform other duties as assigned by management, contributing to the overall success and efficiency of the team.

Key Qualifications:

Diploma in Business Administration, Communications, or a related field preferred.
3 to 5 years of experience in customer service, dispatching, or a similar coordination role strongly preferred.
Experience in the service industry, particularly in equipment installation or maintenance, is highly desirable.
Prior experience with customer account management and inventory control is advantageous.
Proficient in Microsoft Office Suite (Word, Excel, Outlook, Power Point).
Familiarity with CRM software and service management systems is a plus.
Basic understanding of mechanical systems or willingness to learn.
Excellent verbal and written communication skills.
Ability to handle customer inquiries and complaints with professionalism and empathy.
Ability to work collaboratively with field technicians, business development, and other team members.

Compensation:
We offer a competitive salary with generous benefits. We promote an open and inclusive environment in which our colleagues are encouraged to be collaborative and resourceful.
Due to the high volume of applications we receive, only those shortlisted will be contacted. Thank you for your interest in career opportunities at Haakon Mechanical Services.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, ancestry, place of origin, religion, family status, marital status, physical disability, mental disability, sex, age, sexual orientation, political belief, or conviction of a criminal or summary conviction offense unrelated to their employment.
Job Types: Full-time, Permanent
Pay: $60,000.00-$70,000.00 per year
Benefits:

Casual dress
Company events
Dental care
Disability insurance
Employee assistance program
Extended health care
Flexible schedule
Life insurance
On-site parking
Paid time off
RRSP match
Vision care
Wellness program
Work from home

Flexible language requirement:

French not required

Schedule:

8 hour shift
Monday to Friday
On call
Weekends as needed

Ability to commute/relocate:

Richmond, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

Do you possess experience in the service industry, particularly in equipment installation or maintenance?

Education:

DCS / DEC (required)

Experience:

Customer Service, Dispatching or a similar Coordination: 3 years (required)
customer account management and inventory control: 1 year (preferred)

Language:

English (required)

Location:

Richmond, BC (preferred)

Hay River

OTHER & FULL TIME

View Details

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